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Home right arrow Our Wildlife Park right arrow Mission Statement right arrow Complaints Policy

Complaints Policy

Introduction

Wolds Wildlife Park is committed to providing a high quality service to our visitors, supporters, members and customers.  We invite feedback because it enables us to ensure the continuous improvement of the services and facilities we provide.

Our promise

We want to make sure that your experience with Wolds Wildlife Park is enjoyable and memorable for all the right reasons, however, we understand that sometimes things can go wrong and you find yourself needing to contact us to raise a complaint.  In these circumstances we promise that we will:

  • Treat any comments/feedback seriously
  • Try to resolve any problems promptly, in no longer than 10 working days.  If we require longer we will contact you and keep you informed at all times as to the progress of your complaint
  • Utilise any feedback/comments where appropriate to make recommendations for change in order to improve our visitor experiences

What to do if you have a complaint

The sooner you notify us of your concern/complaint the soon we will be able to help you.  We have found that most complaints can be resolved quickly by speaking to a member of staff on site.  If they are not the correct person for you to speak with they will be able to contact the relevant person for you.

If you are unable to make the complaint in person at the time of the issue occurring, please contact us as soon as possible after by email at info@woldswildlife.co.uk, giving as much detail as possible.

We aim to respond to emails within 5 working days, however, if your complaint requires more time to research we will let you know as soon as possible.  In these circumstances we will keep you informed of the progress with the aim to resolving it within 10 working days.

You can also raise you complaint in writing by writing to us at Wolds Wildlife Park, Hemingby Lane, Horncastle, Lincs, LN9 5PN.  We aim to respond within 10 working days from the receipt of the complaint letter.